SEMA Show’s Collision Repair & Refinish Section Grows
Mon, 08/01/2011 - 16:48

SEMA News—August 2011

SEMA Show’s Collision Repair & Refinish Section Grows

Crossover Continues Between Specialty-Equipment and Repair Industries

By Steve Campbell

  Collision Repair & Refinish section of the 2011 SEMA Show.
The newly branded Collision Repair & Refinish section is one of 12 sections that will house exhibitors during the 2011 SEMA Show at the Las Vegas Convention Center over November 1–4, 2011. 
   
The collaboration between the automotive specialty-equipment industry and the collision repair segment continues to increase, a fact that is reflected in the growing footprint of the newly branded Collision Repair & Refinish section of the 2011 SEMA Show. The new section—an expansion of the previously established Paint, Body & Equipment area—is one of 12 sections that will house exhibitors during the event at the Las Vegas Convention Center over November 1–4, 2011. The name change more accurately reflects the growing presence of the collision repair market, and more companies had already committed to exhibiting in the new section at press time for this issue than were present in the Paint, Body & Equipment section in 2010.

“Highly successful collision repair shops do a good job of diversifying their businesses,” said Aaron Schulenburg, executive director of Society of Collision Repair Specialists (SCRS). “They keep a core focus on collision repair but add other revenue mechanisms and services to bring in valuable profit centers and increase business. While shops have overhead in their buildings and their employees, they also utilize skill sets very similar to those found in a lot of the other markets that take part in the SEMA Show.”

Those similarities and commonalities create natural collaborative opportunities in the manufacturing, retail and service sides of both the specialty-equipment and collision-repair industries.

“Buyers at the SEMA Show are constantly seeking opportunities to expand and grow,” said Peter MacGillivray, SEMA vice president of communications and events. “The floor sections make it easy for buyers to hone in on the products most relevant to their businesses and make the best use of their time at the SEMA Show. They can easily discover the most relevant cross-marketing opportunities and see what the hot trends are.”

Schulenburg pointed out that collision repair specialists might also discover an abundance of products, tools, services and expertise that dovetail perfectly with their existing operations.

   Repairer Driven Education (RDE) seminars that were sponsored and presented by SCRS
SEMA Show organizers have placed increasing importance on seminars targeted specifically at those interested in collaborating with collision repair businesses, and the Society of Collision Repair Specialists and its Repairer Driven Education program have been instrumental in delivering value to that growing group. 
   
   The presence of the collision repair industry at the SEMA Show is a natural fit
Collision repair specialists are likely to discover an abundance of products, tools, services and expertise that dovetail perfectly with their existing operations at this year’s SEMA Show.
“If you own a collision repair shop, you may have a core focus on the Collision Repair & Refinish section,” he said, “but you’re also going to find opportunities in the Restyling, Car Care & Accessories; Tools & Equipment; or Trucks, SUVs and Off-Road sections. These other sections are going to inspire you and give you ideas to bring in other revenue streams that you can put under your roof.”

By the same token, SEMA-member companies may find that supplying and partnering with collision repair businesses can open whole new markets for their products or services.

“The nice thing about collision repair is that we work on a lot of newer cars,” Schulenburg explained. “There are parts and services in virtually every section of the SEMA Show that can be applied to new vehicles and to the customers who utilize collision repair shops. Our industry has traditionally referred things, such as mobile audio, to the guy down the street, but there is a huge opportunity to capture more business with an existing customer base by bringing some of those services in-house.”

Schulenburg said that he and other executives from SCRS received overwhelmingly positive feedback from members of their organization who attended last year’s SEMA Show.

“Many of the collision repairers who attended for first time last year reported that they were overwhelmed with the scope of the exhibits and the ideas they were presented with,” he said. “After the first day, they went back to their rooms and drew up plans for where they wanted to concentrate their efforts during the rest of the week. They left inspired with some really good ideas about how to get into new areas of business.”

They also took advantage of the Repairer Driven Education (RDE) seminars that were sponsored and presented by SCRS. This year’s slate of RDE programs (visit www.SCRS.com for details) complements SEMA’s Education Week offerings, which typically feature 50–60 sessions and are one of the cornerstones of the annual trade-only event. As more specialty-equipment attendees at the SEMA Show have become interested in the paint-and-body market, Show organizers have placed increasing importance on seminars targeted specifically at those interested in collaborating with collision repair businesses. SCRS and its RDE program have been instrumental in delivering value to that growing group.

“While a number of this year’s classes are designed specifically for repairers, most of them are relevant to automotive businesses in general,” said Schulenburg. “We have marketing classes, strategy and decision-making classes, courses on regulations that impact not only bodyshops, but also other markets that work on cars. We also have technical courses and others that cover pricing and economic considerations. There is not a SEMA Show attendee nor exhibitor who wouldn’t gain significant benefit from attending the RDE offerings from SCRS.”

The presence of the collision repair industry at the SEMA Show is a natural fit, Schulenburg said. The innovation and creativity foster inspiration and development, which is why he encourages all of SCRS’ members and every collision repair shop to attend.

“There is nothing better than getting good quality education and training, getting new ideas and doing it in an exciting environment where you feel that you can actually go back and implement what you’ve learned when you return home,” he said.

Specialty-equipment businesses that would like additional information about opportunities for collaboration with collision repair facilities may visit the SCRS booth in the Collision Repair & Refinish section of the SEMA Show (North Hall, booth #10727) or visit the SCRS website (www.SCRS.com) for information.

Solving the Diesel Compliance Puzzle
Mon, 08/01/2011 - 16:32

SEMA News—August 2011

Solving the Diesel Compliance Puzzle

California’s “Products in Progress” Program Clears the Way for Diesel Performance Parts Emissions Compliance

By Jim McFarland

  For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California.
SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required.  
   
For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California. During a portion of that time, SEMA engaged in the development of a test method (as an alternative to the very costly engine dynamometer protocol required of the diesel OEMs) that would allow California Air Resources Board (CARB) Executive Orders (EOs) to be completed without imposing significant financial burdens on applicants.

However, the situation became more critical when light- and medium-duty diesels were added to the California Bureau of Automotive Repair’s (BAR) smog-check program beginning January 1, 2010. Vehicles equipped with performance products for which EOs were required but not obtained would cause failures during the visual part of the inspection process.

Through the efforts of SEMA and some of its members, CARB initiated a “Products in Progress” (PIP) program in July 2010 in an effort to provide some time for diesel parts manufacturers to submit initial EO applications, obtain an engineering evaluation from CARB and be placed on the agency’s PIP webpage to begin testing. Specific test procedures must be performed on a chassis dynamometer in addition to chassis dyno verifications of power levels claimed by the applicant. Meanwhile, BAR’s smog-check stations were required to reference this list to identify diesel performance parts that would not cause failure of the smog-check’s visual portion while this testing process was underway. Applicants had been given one year to conduct the required emissions tests and obtain EOs (beginning July 1, 2010 and ending July 1, 2011).

Given the substantial delays in the issuance of CARB “test letters” to begin EO testing, some of the allotted test period passed before actual testing began—almost six months, in fact. To alleviate some of the pressures imposed by these delays, SEMA requested and received an extension of the deadline until September 30, 2011. The difficulty of these tests, limited emissions testing laboratory services available to conduct the tests and some measure of product redesign were all considerations in meeting the initial deadline. SEMA staff has been and continues to be directly involved in communications with CARB to ensure that affected members of diesel performance parts are properly represented with the agency.

It’s important to recognize and understand that contemporary diesel engines, powertrains and exhaust after-treatment technologies are becoming increasingly complex. These complexities translate into additional problems for manufacturers of performance diesel aftermarket products when it comes to meeting emissions compliance requirements. While it would be a less-demanding course for parts manufacturers to avoid spending the time and financial resources to market products for these vehicles, those companies that recognize legitimate regulatory requirements are working diligently to comply.

SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required. In fact, according to recent statements made by EPA officials, the agency accepts CARB EOs as “reasonable basis” for meeting federal anti-tampering policy. SEMA continues to be connected and committed to the compliance process, particularly at the certification level, to remain updated on changes that periodically occur in the regulations.

Another example of how SEMA has been helping members address compliance requirements is through information contained in its Black Book, which is available to SEMA members on the association’s website (www.sema.org/blackbook). Revised and updated from the original version, this material is a vital guide to obtaining CARB EOs for both diesel- and gasoline-fueled emissions-related products.

“In many cases, there has been confusion about the process by which requirements can be met and Executive Orders from the California Air Resources Board issued for applicable parts and systems,” said SEMA Vice President of Government Affairs Steve McDonald. “We’ve learned that there are ways to further simplify the process. So, to assist members in understanding the requirements and identify ways to minimize both cost and time in reaching compliance status, this revised material is a collection of information that addresses these issues in a very user-friendly way.”

Website links are included in the Black Book material to provide firsthand information from various compliance-related sources, including the CARB website (www.arb.ca.gov). All of this is available free of charge to SEMA members.  

Solving the Diesel Compliance Puzzle
Mon, 08/01/2011 - 16:32

SEMA News—August 2011

Solving the Diesel Compliance Puzzle

California’s “Products in Progress” Program Clears the Way for Diesel Performance Parts Emissions Compliance

By Jim McFarland

  For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California.
SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required.  
   
For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California. During a portion of that time, SEMA engaged in the development of a test method (as an alternative to the very costly engine dynamometer protocol required of the diesel OEMs) that would allow California Air Resources Board (CARB) Executive Orders (EOs) to be completed without imposing significant financial burdens on applicants.

However, the situation became more critical when light- and medium-duty diesels were added to the California Bureau of Automotive Repair’s (BAR) smog-check program beginning January 1, 2010. Vehicles equipped with performance products for which EOs were required but not obtained would cause failures during the visual part of the inspection process.

Through the efforts of SEMA and some of its members, CARB initiated a “Products in Progress” (PIP) program in July 2010 in an effort to provide some time for diesel parts manufacturers to submit initial EO applications, obtain an engineering evaluation from CARB and be placed on the agency’s PIP webpage to begin testing. Specific test procedures must be performed on a chassis dynamometer in addition to chassis dyno verifications of power levels claimed by the applicant. Meanwhile, BAR’s smog-check stations were required to reference this list to identify diesel performance parts that would not cause failure of the smog-check’s visual portion while this testing process was underway. Applicants had been given one year to conduct the required emissions tests and obtain EOs (beginning July 1, 2010 and ending July 1, 2011).

Given the substantial delays in the issuance of CARB “test letters” to begin EO testing, some of the allotted test period passed before actual testing began—almost six months, in fact. To alleviate some of the pressures imposed by these delays, SEMA requested and received an extension of the deadline until September 30, 2011. The difficulty of these tests, limited emissions testing laboratory services available to conduct the tests and some measure of product redesign were all considerations in meeting the initial deadline. SEMA staff has been and continues to be directly involved in communications with CARB to ensure that affected members of diesel performance parts are properly represented with the agency.

It’s important to recognize and understand that contemporary diesel engines, powertrains and exhaust after-treatment technologies are becoming increasingly complex. These complexities translate into additional problems for manufacturers of performance diesel aftermarket products when it comes to meeting emissions compliance requirements. While it would be a less-demanding course for parts manufacturers to avoid spending the time and financial resources to market products for these vehicles, those companies that recognize legitimate regulatory requirements are working diligently to comply.

SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required. In fact, according to recent statements made by EPA officials, the agency accepts CARB EOs as “reasonable basis” for meeting federal anti-tampering policy. SEMA continues to be connected and committed to the compliance process, particularly at the certification level, to remain updated on changes that periodically occur in the regulations.

Another example of how SEMA has been helping members address compliance requirements is through information contained in its Black Book, which is available to SEMA members on the association’s website (www.sema.org/blackbook). Revised and updated from the original version, this material is a vital guide to obtaining CARB EOs for both diesel- and gasoline-fueled emissions-related products.

“In many cases, there has been confusion about the process by which requirements can be met and Executive Orders from the California Air Resources Board issued for applicable parts and systems,” said SEMA Vice President of Government Affairs Steve McDonald. “We’ve learned that there are ways to further simplify the process. So, to assist members in understanding the requirements and identify ways to minimize both cost and time in reaching compliance status, this revised material is a collection of information that addresses these issues in a very user-friendly way.”

Website links are included in the Black Book material to provide firsthand information from various compliance-related sources, including the CARB website (www.arb.ca.gov). All of this is available free of charge to SEMA members.  

Solving the Diesel Compliance Puzzle
Mon, 08/01/2011 - 16:32

SEMA News—August 2011

Solving the Diesel Compliance Puzzle

California’s “Products in Progress” Program Clears the Way for Diesel Performance Parts Emissions Compliance

By Jim McFarland

  For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California.
SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required.  
   
For almost a decade, there had not been an affordable test protocol for certifying emissions-related, on-road diesel parts or systems in California. During a portion of that time, SEMA engaged in the development of a test method (as an alternative to the very costly engine dynamometer protocol required of the diesel OEMs) that would allow California Air Resources Board (CARB) Executive Orders (EOs) to be completed without imposing significant financial burdens on applicants.

However, the situation became more critical when light- and medium-duty diesels were added to the California Bureau of Automotive Repair’s (BAR) smog-check program beginning January 1, 2010. Vehicles equipped with performance products for which EOs were required but not obtained would cause failures during the visual part of the inspection process.

Through the efforts of SEMA and some of its members, CARB initiated a “Products in Progress” (PIP) program in July 2010 in an effort to provide some time for diesel parts manufacturers to submit initial EO applications, obtain an engineering evaluation from CARB and be placed on the agency’s PIP webpage to begin testing. Specific test procedures must be performed on a chassis dynamometer in addition to chassis dyno verifications of power levels claimed by the applicant. Meanwhile, BAR’s smog-check stations were required to reference this list to identify diesel performance parts that would not cause failure of the smog-check’s visual portion while this testing process was underway. Applicants had been given one year to conduct the required emissions tests and obtain EOs (beginning July 1, 2010 and ending July 1, 2011).

Given the substantial delays in the issuance of CARB “test letters” to begin EO testing, some of the allotted test period passed before actual testing began—almost six months, in fact. To alleviate some of the pressures imposed by these delays, SEMA requested and received an extension of the deadline until September 30, 2011. The difficulty of these tests, limited emissions testing laboratory services available to conduct the tests and some measure of product redesign were all considerations in meeting the initial deadline. SEMA staff has been and continues to be directly involved in communications with CARB to ensure that affected members of diesel performance parts are properly represented with the agency.

It’s important to recognize and understand that contemporary diesel engines, powertrains and exhaust after-treatment technologies are becoming increasingly complex. These complexities translate into additional problems for manufacturers of performance diesel aftermarket products when it comes to meeting emissions compliance requirements. While it would be a less-demanding course for parts manufacturers to avoid spending the time and financial resources to market products for these vehicles, those companies that recognize legitimate regulatory requirements are working diligently to comply.

SEMA recognizes that many of its members are striving to make and sell emissions-compliant diesel products, given the fact that California is not the only market where emissions-legal parts are required. In fact, according to recent statements made by EPA officials, the agency accepts CARB EOs as “reasonable basis” for meeting federal anti-tampering policy. SEMA continues to be connected and committed to the compliance process, particularly at the certification level, to remain updated on changes that periodically occur in the regulations.

Another example of how SEMA has been helping members address compliance requirements is through information contained in its Black Book, which is available to SEMA members on the association’s website (www.sema.org/blackbook). Revised and updated from the original version, this material is a vital guide to obtaining CARB EOs for both diesel- and gasoline-fueled emissions-related products.

“In many cases, there has been confusion about the process by which requirements can be met and Executive Orders from the California Air Resources Board issued for applicable parts and systems,” said SEMA Vice President of Government Affairs Steve McDonald. “We’ve learned that there are ways to further simplify the process. So, to assist members in understanding the requirements and identify ways to minimize both cost and time in reaching compliance status, this revised material is a collection of information that addresses these issues in a very user-friendly way.”

Website links are included in the Black Book material to provide firsthand information from various compliance-related sources, including the CARB website (www.arb.ca.gov). All of this is available free of charge to SEMA members.  

Exclusive Truck-Product Showcase Opens at Carlisle Truck Nationals
Mon, 08/01/2011 - 16:18

SEMA Member News—July/August 2011

TORA Readies for Second Annual New Products Showcase

 
The Carlisle Truck Nationals held in Carlisle, Pennsylvania, is one of the largest gatherings of light-truck enthusiasts in the country. It will also host the second annual TORA New-Product Showcase on August 5–7, 2011
   

The Truck and Off-Road Alliance (TORA) and its member companies are gearing up for the second annual TORA New Products Showcase. Carlisle Events will once again host the Showcase at the Carlisle Truck Nationals, August 5–7, 2011, in Carlisle, Pennsylvania. Last year’s inaugural event drew 35 products from 15 TORA-member companies, including two full-size display trucks. This year’s event promises to be even bigger and better.

“The event came together very quickly last year,” said TORA Chair-Elect Melanie White of Hellwig Industries. “Even with minimal time to market it, the response from our members was very positive, and the post-event feedback made it easy to plan for a second event in 2011. If you are an TORA-member company and have not signed up a new product or products, there is still time to get in. Registration is online and takes just a few minutes.”

A Thursday-evening member mixer will be a new event feature this year. The mixer will be held right in the New-Product Showcase tent and will add another networking opportunity to the TORA calendar.

“The Carlisle Truck Nationals is an excellent venue for our members to connect with each other and with thousands of light-truck enthusiasts,” said TORA Chair George Lathouris of Keystone Automotive. “The Truck Nationals is a first-class event, and Carlisle Events is a wonderful partner. If you are an TORA-member company, you don’t want to miss this second annual TORA New-Product Showcase. And if you’re a company that is on the fence about joining TORA, this incredible opportunity for 12 months of product exposure should convince you of the value of an TORA membership. New Products Showcase registration and TORA memberships are available here. Don’t wait to take advantage of either one!”

  TORA Logo
   

The TORA New Products Showcase provides member companies with the opportunity to display new products in front of one of the largest gatherings of light-truck enthusiasts in the country. But product exposure does not end with the Truck Nationals.

Each product is professionally photographed during the event, and each photograph and product description is then posted to a gallery on the TORA website, where it lives for 12 months. The photographs and descriptions are also played in a looping video in the TORA booth during the SEMA Show in Las Vegas and during the TORA Fall Nationals awards reception at the SEMA Show. Additionally, products may be featured from time to time in SEMA eNews.

All of this product exposure is provided as an TORA-member benefit. Companies need only pay for shipping of their products to the Showcase. Carlisle Events and SEMA take care of all the unpacking, set-up and teardown and will even package and ship product back following the event. Registration is open through August 1, 2011.

Don’t delay! Register now.

TORA Member Spotlight

DFW Camper Corral—The Truck Accessory Store (808 E. Division St., Arlington, TX 76011; www.dfwcamper.com) is owned by Ed Abbott and employs 45 people in four retail locations, including Arlington, Dallas, Mesquite and Fort Worth, Texas. The business seeks to provide its customers with the best value and service in automotive aftermarket accessories and treat its customers and vendors like the employees and ownership itself want to be treated.

DFW Camper Corral is in the midst of a location change, but the process has not been without complications.

“When we opened 33 years ago, there were car dealers of every make and 16 truck cap and accessory dealers located along the same street,” Abbott said. “By 1997, the dealerships and all but one or two of the aftermarket dealers were gone. After a very lengthy evaluation, we chose a new location in Arlington because of its proximity to new-car dealers, high traffic count, shopping, restaurants and major freeways.”

The site was placed under contract, and all of the necessary zoning changes were started with the city of Arlington in mid-2008. But just as everything was approved and DFW closed on the real-estate purchase, the new-vehicle markets crashed.

The project was revived in the summer of 2010, with a cautious eye on what economic conditions DFW would find in mid-2011. Other than that brief hiatus, the ongoing construction process has been relatively on time, with only minor delays.

Among Abbot’s recommendations to fellow TORA members regarding this type of project are doing one’s homework to ensure that city zoning restrictions can accommodate your kind of business. But, he said, if you build it, they will come.

The new location is slated to open in late summer 2011.

Exclusive Truck-Product Showcase Opens at Carlisle Truck Nationals
Mon, 08/01/2011 - 16:18

SEMA Member News—July/August 2011

TORA Readies for Second Annual New Products Showcase

 
The Carlisle Truck Nationals held in Carlisle, Pennsylvania, is one of the largest gatherings of light-truck enthusiasts in the country. It will also host the second annual TORA New-Product Showcase on August 5–7, 2011
   

The Truck and Off-Road Alliance (TORA) and its member companies are gearing up for the second annual TORA New Products Showcase. Carlisle Events will once again host the Showcase at the Carlisle Truck Nationals, August 5–7, 2011, in Carlisle, Pennsylvania. Last year’s inaugural event drew 35 products from 15 TORA-member companies, including two full-size display trucks. This year’s event promises to be even bigger and better.

“The event came together very quickly last year,” said TORA Chair-Elect Melanie White of Hellwig Industries. “Even with minimal time to market it, the response from our members was very positive, and the post-event feedback made it easy to plan for a second event in 2011. If you are an TORA-member company and have not signed up a new product or products, there is still time to get in. Registration is online and takes just a few minutes.”

A Thursday-evening member mixer will be a new event feature this year. The mixer will be held right in the New-Product Showcase tent and will add another networking opportunity to the TORA calendar.

“The Carlisle Truck Nationals is an excellent venue for our members to connect with each other and with thousands of light-truck enthusiasts,” said TORA Chair George Lathouris of Keystone Automotive. “The Truck Nationals is a first-class event, and Carlisle Events is a wonderful partner. If you are an TORA-member company, you don’t want to miss this second annual TORA New-Product Showcase. And if you’re a company that is on the fence about joining TORA, this incredible opportunity for 12 months of product exposure should convince you of the value of an TORA membership. New Products Showcase registration and TORA memberships are available here. Don’t wait to take advantage of either one!”

  TORA Logo
   

The TORA New Products Showcase provides member companies with the opportunity to display new products in front of one of the largest gatherings of light-truck enthusiasts in the country. But product exposure does not end with the Truck Nationals.

Each product is professionally photographed during the event, and each photograph and product description is then posted to a gallery on the TORA website, where it lives for 12 months. The photographs and descriptions are also played in a looping video in the TORA booth during the SEMA Show in Las Vegas and during the TORA Fall Nationals awards reception at the SEMA Show. Additionally, products may be featured from time to time in SEMA eNews.

All of this product exposure is provided as an TORA-member benefit. Companies need only pay for shipping of their products to the Showcase. Carlisle Events and SEMA take care of all the unpacking, set-up and teardown and will even package and ship product back following the event. Registration is open through August 1, 2011.

Don’t delay! Register now.

TORA Member Spotlight

DFW Camper Corral—The Truck Accessory Store (808 E. Division St., Arlington, TX 76011; www.dfwcamper.com) is owned by Ed Abbott and employs 45 people in four retail locations, including Arlington, Dallas, Mesquite and Fort Worth, Texas. The business seeks to provide its customers with the best value and service in automotive aftermarket accessories and treat its customers and vendors like the employees and ownership itself want to be treated.

DFW Camper Corral is in the midst of a location change, but the process has not been without complications.

“When we opened 33 years ago, there were car dealers of every make and 16 truck cap and accessory dealers located along the same street,” Abbott said. “By 1997, the dealerships and all but one or two of the aftermarket dealers were gone. After a very lengthy evaluation, we chose a new location in Arlington because of its proximity to new-car dealers, high traffic count, shopping, restaurants and major freeways.”

The site was placed under contract, and all of the necessary zoning changes were started with the city of Arlington in mid-2008. But just as everything was approved and DFW closed on the real-estate purchase, the new-vehicle markets crashed.

The project was revived in the summer of 2010, with a cautious eye on what economic conditions DFW would find in mid-2011. Other than that brief hiatus, the ongoing construction process has been relatively on time, with only minor delays.

Among Abbot’s recommendations to fellow TORA members regarding this type of project are doing one’s homework to ensure that city zoning restrictions can accommodate your kind of business. But, he said, if you build it, they will come.

The new location is slated to open in late summer 2011.

Excellent Customer Service Comes Down to Good Communication
Mon, 08/01/2011 - 15:05

SEMA Member News—July/ August 2011

What Is Customer Service?

By Bret Voelkel


The SEMA Education Institute (SEI) is just one of the offerings that can make a difference for HRIA-member companies. Online classes are available 24/7 to provide resources and tools for your staff’s professional development. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

Customer service is nothing more than communication. We are not selling just metal, chrome, rubber or plastic. We are selling information and services.

So what does the customer really want from you? Well, think about what you would want if you were the customer. You are perfectly willing to pay a fair price for a product that you have decided best serves your purpose. Your selection criteria may range widely based on price, quality, delivery, features, reputation and so on. When you are ready to make a purchase, you have formed expectations about all of these categories. All you want is to have those expectations fulfilled.

What if those expectations are unrealistic? Whose fault is that? The blame for unrealistic expectations falls squarely on the business.

Part of the “product” is to properly explain the component or service in its entirety, including features, price, delivery time, warranty, performance and any other relevant information that a customer might need.

Communication seems so simple, but it eludes so many. I would venture to say that 95% of all customer service issues could be favorably resolved with better communication. Take the time to over-inform your customer, telling him or her all about your product or service before the sale. An educated customer is a happy customer. And in this day and age, websites make it exceedingly easy to offer a ridiculous amount of information at virtually no extra expense.

Let’s look at some of the top customer complaints:

HRIA Logo

Delayed Shipping: A customer was told that the item would arrive in three to five days, but it took 10. That’s poor communication.

Wrong/Missing Parts: Caused by a failure by the engineering department to properly communicate to the shipping department exactly what is supposed to go in the box.

Tech Support: This area is all about communication and can be addressed in two parts:

  • Provide instructions that show customers how to properly install your product without boring them or confusing them—which takes expert communication!
  • Provide expert live tech help. Your customer called because he or she has a problem. Fix it!

Your product is not finished just because it fits the car and improves performance. It is not finished until you have communicated the entire package of information about the component and the sales experience surrounding it to the end customer. When you complete that circle of information, you will see your tech calls go down and your customer (and staff) satisfaction go up.

And remember that customers talk to their friends….

How HRIA, SEMA and PWA Can Help

In challenging economic times and an ever-changing industry, your customer service staff is your front line to success. The Hot Rod Industry Alliance (HRIA), SEMA and PWA provide a variety of tools and resources to assist you with constant improvement of your customer service and technical support staff. Some of that assistance includes:

HRIA Education Day: HRIA hosts the annual Education Day each year, at the Hotrod & Restoration Show in Indianapolis. This day-long summit includes training sessions from manufacturers and professionals that will help your staff sell, support and serve your customers better.

SEMA Education Institute (SEI): Online classes are available 24/7 for all SEMA-member companies to provide resources and tools for your staff’s professional development. These webinars include topics related to customer service, sales, marketing and technical support. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

SEMA Show Education Sessions: SEMA provides top-notch training at the annual SEMA Show from some of the nation’s most well-regarded trainers and professionals. Training topics include customer service and sales solutions, exhibitor product training, marketing, business efficiency and much more. Resources from past sessions are also available online free from the SEMA website.

PWA University: The Professional Warehouse Association provides free training programs online at
www.pwauniversity.com that can improve skills and offer tools for jobbers, retailers, warehouse distributors, sales reps and manufacturers to evaluate the product knowledge of their key employees as well as their inside and outside sales people. The results of these lessons show training administrators the areas where their workforce may need improvement.

Upcoming HRIA Events

Summertime is not only car show season, but also HRIA planning season. Throughout the summer, HRIA holds open meetings for its member companies. HRIA provides industry and legislative updates at these sessions that are important to your business, and the council also seeks input and ideas for the prosperity of the member businesses and the hot-rodding hobby. Upcoming meetings include:

  • July 7, General Meeting, 3:30 p.m.–5:00 p.m., Goodguys Nationals, Columbus, Ohio
  • August 8, General Meeting, 3:30 p.m.–5:00 p.m., NSRA Nationals, Louisville, Kentucky
Excellent Customer Service Comes Down to Good Communication
Mon, 08/01/2011 - 15:05

SEMA Member News—July/ August 2011

What Is Customer Service?

By Bret Voelkel


The SEMA Education Institute (SEI) is just one of the offerings that can make a difference for HRIA-member companies. Online classes are available 24/7 to provide resources and tools for your staff’s professional development. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

Customer service is nothing more than communication. We are not selling just metal, chrome, rubber or plastic. We are selling information and services.

So what does the customer really want from you? Well, think about what you would want if you were the customer. You are perfectly willing to pay a fair price for a product that you have decided best serves your purpose. Your selection criteria may range widely based on price, quality, delivery, features, reputation and so on. When you are ready to make a purchase, you have formed expectations about all of these categories. All you want is to have those expectations fulfilled.

What if those expectations are unrealistic? Whose fault is that? The blame for unrealistic expectations falls squarely on the business.

Part of the “product” is to properly explain the component or service in its entirety, including features, price, delivery time, warranty, performance and any other relevant information that a customer might need.

Communication seems so simple, but it eludes so many. I would venture to say that 95% of all customer service issues could be favorably resolved with better communication. Take the time to over-inform your customer, telling him or her all about your product or service before the sale. An educated customer is a happy customer. And in this day and age, websites make it exceedingly easy to offer a ridiculous amount of information at virtually no extra expense.

Let’s look at some of the top customer complaints:

HRIA Logo

Delayed Shipping: A customer was told that the item would arrive in three to five days, but it took 10. That’s poor communication.

Wrong/Missing Parts: Caused by a failure by the engineering department to properly communicate to the shipping department exactly what is supposed to go in the box.

Tech Support: This area is all about communication and can be addressed in two parts:

  • Provide instructions that show customers how to properly install your product without boring them or confusing them—which takes expert communication!
  • Provide expert live tech help. Your customer called because he or she has a problem. Fix it!

Your product is not finished just because it fits the car and improves performance. It is not finished until you have communicated the entire package of information about the component and the sales experience surrounding it to the end customer. When you complete that circle of information, you will see your tech calls go down and your customer (and staff) satisfaction go up.

And remember that customers talk to their friends….

How HRIA, SEMA and PWA Can Help

In challenging economic times and an ever-changing industry, your customer service staff is your front line to success. The Hot Rod Industry Alliance (HRIA), SEMA and PWA provide a variety of tools and resources to assist you with constant improvement of your customer service and technical support staff. Some of that assistance includes:

HRIA Education Day: HRIA hosts the annual Education Day each year, at the Hotrod & Restoration Show in Indianapolis. This day-long summit includes training sessions from manufacturers and professionals that will help your staff sell, support and serve your customers better.

SEMA Education Institute (SEI): Online classes are available 24/7 for all SEMA-member companies to provide resources and tools for your staff’s professional development. These webinars include topics related to customer service, sales, marketing and technical support. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

SEMA Show Education Sessions: SEMA provides top-notch training at the annual SEMA Show from some of the nation’s most well-regarded trainers and professionals. Training topics include customer service and sales solutions, exhibitor product training, marketing, business efficiency and much more. Resources from past sessions are also available online free from the SEMA website.

PWA University: The Professional Warehouse Association provides free training programs online at
www.pwauniversity.com that can improve skills and offer tools for jobbers, retailers, warehouse distributors, sales reps and manufacturers to evaluate the product knowledge of their key employees as well as their inside and outside sales people. The results of these lessons show training administrators the areas where their workforce may need improvement.

Upcoming HRIA Events

Summertime is not only car show season, but also HRIA planning season. Throughout the summer, HRIA holds open meetings for its member companies. HRIA provides industry and legislative updates at these sessions that are important to your business, and the council also seeks input and ideas for the prosperity of the member businesses and the hot-rodding hobby. Upcoming meetings include:

  • July 7, General Meeting, 3:30 p.m.–5:00 p.m., Goodguys Nationals, Columbus, Ohio
  • August 8, General Meeting, 3:30 p.m.–5:00 p.m., NSRA Nationals, Louisville, Kentucky
Excellent Customer Service Comes Down to Good Communication
Mon, 08/01/2011 - 15:05

SEMA Member News—July/ August 2011

What Is Customer Service?

By Bret Voelkel


The SEMA Education Institute (SEI) is just one of the offerings that can make a difference for HRIA-member companies. Online classes are available 24/7 to provide resources and tools for your staff’s professional development. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

Customer service is nothing more than communication. We are not selling just metal, chrome, rubber or plastic. We are selling information and services.

So what does the customer really want from you? Well, think about what you would want if you were the customer. You are perfectly willing to pay a fair price for a product that you have decided best serves your purpose. Your selection criteria may range widely based on price, quality, delivery, features, reputation and so on. When you are ready to make a purchase, you have formed expectations about all of these categories. All you want is to have those expectations fulfilled.

What if those expectations are unrealistic? Whose fault is that? The blame for unrealistic expectations falls squarely on the business.

Part of the “product” is to properly explain the component or service in its entirety, including features, price, delivery time, warranty, performance and any other relevant information that a customer might need.

Communication seems so simple, but it eludes so many. I would venture to say that 95% of all customer service issues could be favorably resolved with better communication. Take the time to over-inform your customer, telling him or her all about your product or service before the sale. An educated customer is a happy customer. And in this day and age, websites make it exceedingly easy to offer a ridiculous amount of information at virtually no extra expense.

Let’s look at some of the top customer complaints:

HRIA Logo

Delayed Shipping: A customer was told that the item would arrive in three to five days, but it took 10. That’s poor communication.

Wrong/Missing Parts: Caused by a failure by the engineering department to properly communicate to the shipping department exactly what is supposed to go in the box.

Tech Support: This area is all about communication and can be addressed in two parts:

  • Provide instructions that show customers how to properly install your product without boring them or confusing them—which takes expert communication!
  • Provide expert live tech help. Your customer called because he or she has a problem. Fix it!

Your product is not finished just because it fits the car and improves performance. It is not finished until you have communicated the entire package of information about the component and the sales experience surrounding it to the end customer. When you complete that circle of information, you will see your tech calls go down and your customer (and staff) satisfaction go up.

And remember that customers talk to their friends….

How HRIA, SEMA and PWA Can Help

In challenging economic times and an ever-changing industry, your customer service staff is your front line to success. The Hot Rod Industry Alliance (HRIA), SEMA and PWA provide a variety of tools and resources to assist you with constant improvement of your customer service and technical support staff. Some of that assistance includes:

HRIA Education Day: HRIA hosts the annual Education Day each year, at the Hotrod & Restoration Show in Indianapolis. This day-long summit includes training sessions from manufacturers and professionals that will help your staff sell, support and serve your customers better.

SEMA Education Institute (SEI): Online classes are available 24/7 for all SEMA-member companies to provide resources and tools for your staff’s professional development. These webinars include topics related to customer service, sales, marketing and technical support. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

SEMA Show Education Sessions: SEMA provides top-notch training at the annual SEMA Show from some of the nation’s most well-regarded trainers and professionals. Training topics include customer service and sales solutions, exhibitor product training, marketing, business efficiency and much more. Resources from past sessions are also available online free from the SEMA website.

PWA University: The Professional Warehouse Association provides free training programs online at
www.pwauniversity.com that can improve skills and offer tools for jobbers, retailers, warehouse distributors, sales reps and manufacturers to evaluate the product knowledge of their key employees as well as their inside and outside sales people. The results of these lessons show training administrators the areas where their workforce may need improvement.

Upcoming HRIA Events

Summertime is not only car show season, but also HRIA planning season. Throughout the summer, HRIA holds open meetings for its member companies. HRIA provides industry and legislative updates at these sessions that are important to your business, and the council also seeks input and ideas for the prosperity of the member businesses and the hot-rodding hobby. Upcoming meetings include:

  • July 7, General Meeting, 3:30 p.m.–5:00 p.m., Goodguys Nationals, Columbus, Ohio
  • August 8, General Meeting, 3:30 p.m.–5:00 p.m., NSRA Nationals, Louisville, Kentucky
Excellent Customer Service Comes Down to Good Communication
Mon, 08/01/2011 - 15:05

SEMA Member News—July/ August 2011

What Is Customer Service?

By Bret Voelkel


The SEMA Education Institute (SEI) is just one of the offerings that can make a difference for HRIA-member companies. Online classes are available 24/7 to provide resources and tools for your staff’s professional development. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

Customer service is nothing more than communication. We are not selling just metal, chrome, rubber or plastic. We are selling information and services.

So what does the customer really want from you? Well, think about what you would want if you were the customer. You are perfectly willing to pay a fair price for a product that you have decided best serves your purpose. Your selection criteria may range widely based on price, quality, delivery, features, reputation and so on. When you are ready to make a purchase, you have formed expectations about all of these categories. All you want is to have those expectations fulfilled.

What if those expectations are unrealistic? Whose fault is that? The blame for unrealistic expectations falls squarely on the business.

Part of the “product” is to properly explain the component or service in its entirety, including features, price, delivery time, warranty, performance and any other relevant information that a customer might need.

Communication seems so simple, but it eludes so many. I would venture to say that 95% of all customer service issues could be favorably resolved with better communication. Take the time to over-inform your customer, telling him or her all about your product or service before the sale. An educated customer is a happy customer. And in this day and age, websites make it exceedingly easy to offer a ridiculous amount of information at virtually no extra expense.

Let’s look at some of the top customer complaints:

HRIA Logo

Delayed Shipping: A customer was told that the item would arrive in three to five days, but it took 10. That’s poor communication.

Wrong/Missing Parts: Caused by a failure by the engineering department to properly communicate to the shipping department exactly what is supposed to go in the box.

Tech Support: This area is all about communication and can be addressed in two parts:

  • Provide instructions that show customers how to properly install your product without boring them or confusing them—which takes expert communication!
  • Provide expert live tech help. Your customer called because he or she has a problem. Fix it!

Your product is not finished just because it fits the car and improves performance. It is not finished until you have communicated the entire package of information about the component and the sales experience surrounding it to the end customer. When you complete that circle of information, you will see your tech calls go down and your customer (and staff) satisfaction go up.

And remember that customers talk to their friends….

How HRIA, SEMA and PWA Can Help

In challenging economic times and an ever-changing industry, your customer service staff is your front line to success. The Hot Rod Industry Alliance (HRIA), SEMA and PWA provide a variety of tools and resources to assist you with constant improvement of your customer service and technical support staff. Some of that assistance includes:

HRIA Education Day: HRIA hosts the annual Education Day each year, at the Hotrod & Restoration Show in Indianapolis. This day-long summit includes training sessions from manufacturers and professionals that will help your staff sell, support and serve your customers better.

SEMA Education Institute (SEI): Online classes are available 24/7 for all SEMA-member companies to provide resources and tools for your staff’s professional development. These webinars include topics related to customer service, sales, marketing and technical support. Visit the SEI section of the SEMA website for an updated list of upcoming classes.

SEMA Show Education Sessions: SEMA provides top-notch training at the annual SEMA Show from some of the nation’s most well-regarded trainers and professionals. Training topics include customer service and sales solutions, exhibitor product training, marketing, business efficiency and much more. Resources from past sessions are also available online free from the SEMA website.

PWA University: The Professional Warehouse Association provides free training programs online at
www.pwauniversity.com that can improve skills and offer tools for jobbers, retailers, warehouse distributors, sales reps and manufacturers to evaluate the product knowledge of their key employees as well as their inside and outside sales people. The results of these lessons show training administrators the areas where their workforce may need improvement.

Upcoming HRIA Events

Summertime is not only car show season, but also HRIA planning season. Throughout the summer, HRIA holds open meetings for its member companies. HRIA provides industry and legislative updates at these sessions that are important to your business, and the council also seeks input and ideas for the prosperity of the member businesses and the hot-rodding hobby. Upcoming meetings include:

  • July 7, General Meeting, 3:30 p.m.–5:00 p.m., Goodguys Nationals, Columbus, Ohio
  • August 8, General Meeting, 3:30 p.m.–5:00 p.m., NSRA Nationals, Louisville, Kentucky